Remote Engineer

Overview

Entry-level remote technical support role providing service desk support for networking, collaboration tools and end-user computing, proactively identifying and resolving technical incidents and problems for clients.

What you'll do

• Serve as the initial point of contact for end-users seeking technical assistance in networking, collaboration tools and end-user computing.
• Provide prompt and efficient troubleshooting and support for incidents and service requests related to networking issues, such as network connectivity, DNS, DHCP, IP addressing, wireless connectivity and network equipment configurations.
• Resolve collaboration-related issues, including email systems, video conferencing platforms, instant messaging tools and document sharing applications.
• Address end-user computing problems encompassing operating systems, hardware, software applications, printers and mobile devices.
• Utilize appropriate tools, techniques and remote access software to diagnose and resolve technical issues across networking, collaboration and end-user computing domains.
• Follow established procedures, guidelines and best practices to deliver timely and accurate resolutions to end-users' problems.
• Document all incidents, service requests and actions taken in the service desk ticketing system, ensuring detailed and accurate records.
• Escalate complex or unresolved issues to level 2 or higher-level engineers or specialised teams, providing comprehensive information and analysis.
• Collaborate with other IT support teams, including networking, collaboration and end-user computing specialists, to resolve cross-functional issues.
• Monitor network performance, conduct routine maintenance tasks, and apply patches and updates to network infrastructure and collaboration tools as required.
• Assist in the development and maintenance of knowledge base documentation, troubleshooting guides and standard operating procedures.
• Keep up to date with industry trends, emerging technologies and best practices in networking, collaboration and end-user computing.
• Adhere to IT service management processes and standards, including incident, problem and change management procedures.

What you'll need

• Knowledge of networking concepts and protocols, such as TCP/IP, DNS, DHCP, VLANs, routing, switching, video conferencing and collaboration tools.
• Familiarity with end-user computing technologies, including Windows and macOS operating systems, hardware troubleshooting, software applications, mobile devices and printer configurations.
• Proficiency in using network monitoring and troubleshooting tools, collaboration platforms, remote desktop tools and incident ticketing systems.
• Problem-solving and analytical skills with the ability to think logically and troubleshoot issues effectively across multiple IT domains.
• Good customer service orientation, with the ability to communicate technical concepts to non-technical users in a clear and concise manner.
• Ability to prioritize and manage multiple tasks, work under pressure and meet deadlines in a fast-paced environment.
• Effective teamwork and collaboration skills, with the ability to work closely with cross-functional teams and stakeholders.
• Basic experience in a service desk or helpdesk role, providing support in multiple IT towers, including networking, collaboration and end-user computing.

Nice to have

• Bachelor's degree or equivalent in information technology, computer science or a related field.
• Relevant certifications such as CCNA, CompTIA Network+, Microsoft 365 or Cisco collaboration certifications.

Details

• Location: Bangalore, India.
• Workplace type: Hybrid.